Job Description

Maidstone, Kent | Full-time, permanent, on-site

Our client is a scaling ecommerce fulfilment business, and they're looking for a Fulfilment Operations Manager to lead their Customer Operations function from the warehouse floor.

This is a hands-on leadership role embedded directly within the warehouse operation. You'll work side by side with Warehouse Operations, Continuous Improvement, Tech, and Customer Experience teams to make sure customers get fast, confident, solutions-focused support at every stage of their journey.

This isn't a desk job. You'll be leading from the floor, bringing energy, urgency, and ownership into the operation every day, and building a customer operations function that prevents problems before they happen.

What you'll be doing

• Owning the Customer Operations function end-to-end within the warehouse

• Building and leading a high-performing, accountable support team

• Acting as the final escalation point for complex operational issues

• Working closely with Warehouse Operations to align customer commitments with what's actually deliverable

• Owning ticketing workflows, prioritisation, and escalation pathways

• Driving SLA performance across response times, resolution times, and communication

• Analysing customer trends and recurring issues, and partnering with Continuous Improvement to fix root causes, not symptoms

• Setting KPIs and performance standards for the team, and coaching people to hit them

• Supporting succession planning as the team and business grow

What we're looking for

• Strong understanding of warehouse and fulfilment operations, including Goods In, Goods Out, Inventory, and Dispatch

• Proven experience leading operational support or customer operations teams

• Comfortable making decisions fast in a live, fast-paced operational environment

• Confident balancing customer expectations against operational reality

• Strong stakeholder management and communication skills

• Track record of driving continuous improvement

• Data-driven, and comfortable using it to spot trends and take action

• At home on a warehouse floor, not just in a ticketing system

You'll know you're succeeding when

• Response times and CSAT are consistently hitting target

• First contact resolution is climbing and repeat issues are dropping

• Your team feels supported, clear on expectations, and is growing into bigger roles

• Warehouse and customer ops are working as one team, not two

If you thrive in fast-paced operational environments, take ownership without being asked, and want to build something rather than just manage it, we'd like to hear from you.

This is an on-site role, so you'll need to be able to commute to the warehouse daily.

If you haven't heard back from us within two weeks, unfortunately due to the high volume of applications we receive, we're not able to respond to every applicant.

Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates regardless of race, sex, disability, religion or belief, sexual orientation, or age.